Business Goal & Motivation:

• Create a redesigned check in CX for users to manage event traffic, status, and information.  Deliver an engaging, simplified, user experience to help users monitor attendees -check them in and out, manage tickets and statuses, track event data, access all event information.

• Establish a data visualization value proposition. Delve into the representation of events visually. Give users the ability to track, facilitate, and monitor an event at a glance. Sell the search and observe benefit to checking in & out, quickly updating info, and visualizing the event status.

Discover & Define:

Out with the Old.
In with the New.

• Researched event market and check-in app KPIs, JTBDs, & VOC: customer satisfaction rate, engagement, and adoption to create the product journey, understand customer personas, and define product fit. User pain points were directed towards searching attendees quickly, accessing attendee status, verifying event details. 

• Collaborated & Implemented the check-in product vision: CEO wanted the product refresh to reflect the new brand direction. Merging the customer pain points with the business goals of leadership structured the CX outline to improve the app effectiveness, navigation, and overall presentation.

Design Process:

• Built a CX concept centered around key user & business goals. Improving user speed, lowering user effort, increased event metrics via visualization, and event information management.

• Collaborated with the Design team & Leadership stakeholders to leverage feedback of bringing the app into the new branding, elevating the key features, creating a new happy path for use, and establishing a unique future forward experience. I focused my vision on establishing a data driven UX built around gestural based functionality to create a more intuitive product. Users could swipe left and right to check in & out attendees and search could be activated with a ergonomic tap.

• Building a future forward CX required a thorough audit of the product. The original product was arranged with key features locked to the top. Search was located on top with secondary functions (event lists, event data, guest lists, ticket types, guest status, guest data, guest actions, etc.) accessible via menus or bottom navigation. This analysis revealed insights towards using a pragmatic approach to the re-design solution to improving the app. App success would be validated through the ability to find guests while making everything that appeals to a guest easy to manipulate with one hand on a device.

User CX - Check-in app event navigation

User CX - Check-in app attendee check-in features.

User Journeys - Check-in app flows

User Journeys - Check-in app attendee info flows

User Journeys - Check-in app flows

Design Process:

• Old Check-In App - check-in app design before redesign.

Design Process:

• New Check-In App - implementing data to be a visual representation of quantitative analysis for events and guests. Interactive filters and sorting replaced top level information enabling guest lists, statuses, and tickets to be focal points for check-in accuracy.

• The new leap in creative direction and product design solidified the app’s elevated brand identity. All the primary and secondary actions user’s need to perform benefit from effortless usability, elevated visualization, and efficient placement.

Check-In app - login & sign up

Check-In app - check-in guests view guest information

Event Farm - Check-in party Flipp

Event Farm - Check-in party Flipp

Event Farm - Check-in party Flipp

Event Farm - Check-in party Flipp

Event Farm - Check-in party Flipp

Validation & Feedback:

Learnings for Growth

• Testing the re-designed check-in app with a live event paid dividends to receiving user data, product efficacy, and design validation. 70% of users supported the redesign, citing color helped visualize data, 90% of users found the search bar location effective - search placed on the bottom - citing finding attendees with one hand as an overall improvement. Check-in speed increased by 65% with the bottom search layout.

• The re-designed CX was validated through the positive & successful feedback and usage. Improving the search location elevated feature compatibility and accessibility, earning user trust and fulfilling business KPIs - ease of use, increase in product feature efficacy, data visualization, and event management.

CEO feedback is the app is now a legacy product that is still used today, for event management and attendee facilitation.